Kendra Shellhorn Email & Phone Number

Austin, Texas Area

• Management of Service Sales team responsible for renewing annual maintenance contracts while ensuringcontinuity in service coverage with YOY revenue growth
• Manage global team and support indirect teams to ensure customer needs are met or exceeded
• Identify customer application and instrument usage in order to present best coverage solution
• Negotiate customer requested changes to Service Contract terms and conditions
• Provide account feedback and resolution support for Sales Managers when coverage discrepancies arise
• Distribute monthly metric reports for supported instruments by region and associated revenue

Austin, Texas, United States

• Evaluated functionality within Salesforce to develop cross-functional value that supported business functions; provided feedback and recommendations to commercial leadership teams
• Interacted with end users to gather requirements for changes or modifications to existing applications with the understanding of system dependencies and interrelation to business
• Developed functional specifications per user requirements and articulated to Business Analyst team
• Conducted core team meetings for project launch, phase reviews, and contractual requirements
• Created Salesforce dashboards and reports per user requirements
• Monitored and ensured ongoing user adoption of the CRM solution implemented

Austin, Texas, United States

• Developed and managed tracking program for Partner Operation contractual deliverables
• Implemented processes to significantly improve efficiencies of team based on business goals and Partner obligations
• Partnered with CRM team in planning and coordination of Salesforce efficiency project
• Collaborated with associated business teams to evaluate and implement annual price increases

Austin, Texas Area

• Managed project timelines, resources, risks, issues, and activities to ensure deliverable were tracked and completed on schedule and according to contract requirements.
• Conducted core team meetings for project launch, phase reviews, and contractual requirements.
• Tracked and reported engineering deliverables and obtained customer sign-off at project completion.
• Developed Salesforce.com (CRM) Customer Portal application for improved customer communication.
• Evaluated customer contracts for complete understanding and compliance of project requirements.
• Created and implemented processes and procedures that defined the customer experience.

• Managed service efforts for customer and partner accounts; ensuring consistent communication, account updates, and problem resolution
• Proactively managed forecasting and order demands maintaining a 95% on-time delivery average
• Assured customer orders met contract terms and revenue recognition rules prior to acceptance and entry
• Managed forecast planning, backlog, and delivery schedules between Operations and Sales teams
• Established and chaired weekly core team calls to resolve customer technical and business issues
• Evaluated contracts for pricing and order logistics, assured implementation and compliance

Austin, Texas Area

• Restructured and managed Business Development Group in relation to customer base, provided an increase in on-time performance and improved overall customer satisfaction.
• Executed customer account transitions between facilities in effort to balance factory loads.
• Reviewed and approved customer orders for pricing, factory scheduling, and MRP system accuracy.
• Provided initial review of RFQ packages and negotiated contract points including pricing.
• Updated and streamlined ISO procedures and provided training on changes.
• Maintained an organizational structure to effectively accomplish department goals and revenue objectives.Designed training and mentor program for new team members.

• Managed target accounts with customer-focused teams that covered all production processes and assured complete customer satisfaction.
• Coordinated NPI builds for targeted accounts, from initial material analysis through manufacturing
• Established and managed timeline for pre-production builds to meet customer implementation goals
• Maintained profitability through purchase price variance analysis of customer programs
• Monitored program WIP, finished goods, and obsolescence inventory levels while achieving JIT goals
• Implemented engineering change orders, communicated price and delivery impacts to customer